Voice over internet call center integration

Abstract

A telephony server, comprising an application program executing under an operating system, communicating directly with telephony hardware to implement telephony system control, having an application programming interface including a call to an external program also executing under the operating system, the application program supporting a plurality of instances of the external programs simultaneously, each external program implementing call handling logic for at least one voice communications channel. The application program may communicate with a Web server, wherein said server proactively communicates with the user in dependence on an automated analysis of a status of a user's shopping cart, representing items of interest having an unconcluded transaction status, requesting establishment of an interactive voice communication session.

Description

FIELD OF THE INVENTION[0001]The present invention relates to the field of voice over Internet Protocol (VOIP) communications systems, and more particular to new and useful functions implemented using the VOIP associated ability to reach large audiences.BACKGROUND OF THE INVENTION[0002]Much information on the nature of traditional computer telephony hardware and software is available in a number of publications accessible to the present inventors and to those with skill in the art in general. One document which provides considerable information on intelligent networks is “ITU-T Recommendation Q.1219, Intelligent Network User's Guide for Capability Set 1”, dated April, 1994. This document is incorporated herein by reference.[0003]In a call center, a relatively large number of agents typically handle telephone communication with callers. Each agent is typically assigned to a telephone connected to a central switch, which is in turn connected to a public-switched telephone network (PSTN...

AI Technical Summary

Benefits of technology

[0023]The API of the OTS™ is provided in the Appendix. Of particular note is that the OTS™ application is present as a dynamic link library (DLL) executing-on a Microsoft Windows NT operating system server, and the OTS™ DLL includes functionality to call and pass parameters with multiple instances of multiple other DLLs. Thus, the functionality of the OTS™ is not fixed nor limited to predefined functionality. Further, certain platform dependent code may be segregated, thereby enhancing the hardware independence of the core OTS™ DLL. The particular command is the “RunExtension” command, (and the related “ExtCmpMsg” and “OTSExtensionEntry” commands).

[0036]Micropayments are often preferred where the amount of the transaction does not justify the costs of complete financial security. In the micropayment scheme, typically a direct communication between creditor and debtor is not required; rather, the transaction produces a result which eventually results in an economic transfer, but which may remain outstanding subsequent to transfer of the underlying goods or services. The theory underlying this micropayment scheme is that the monetary units are small enough such that risks of failure in transaction closure is relatively insignificant for both parties, but that a user gets few chances to default before credit is withdrawn. On the other hand, the transaction costs of a non-real time transactions of small monetary units are substantially less than those of secure, unlimited or potentially high value, real time verified transactions, allowing and facilitating such types of commerce. Thus, the rights management system may employ applets local to the client system, which communicate with other applets and / or the server and / or a vendor / rights-holder to validate a transaction, at low transactional costs.

Problems solved by technology

If the call center consists of just a central switch and connected telephone stations, the routing that can be done is very limited.

Switches, although increasingly computerized, are limited in the range of computer processes that may be performed.

Even with present levels of CTI there are still problems in operating such call centers, or a system of such call centers.

Other difficulties accrue, for example, when there are hardware or software degradations or failures or overloads in one or more parts of a system.

Still other problems accrue due to known latency in conventional equipment.

Despite the almost innumerable applications, however, existing ACD centers have several limitations.

One notable drawback to ACDs is that they lack intelligence.

Furthermore, existing ACD centers cannot be accessed through a plurality of access means, such as voice, data, and video.

Live transfer to a customer service representative is not possible.

However, neither Hollenbach et al. nor Andrews et al. appear to disclose an ACD with the capacity to service multimedia callers; only the agent stations have access to the Internet or wide-area networks.

Unfortunately, therefore, neither Hollenbach et al. nor Andrews et al. solve the problem of allowing access to a multimedia ACD via data networks.

Furthermore, neither Hollenbach et al. nor Andrews et al. teach or disclose the use of an MMACD Server as connection manager for data network callers.

Sharma et al., however, does not solve the problems of providing a multimedia telecommunication ACD system which allows access to the call center via a plurality of access means and providing an MMACD server to act as connection manager for callers.

Unfortunately, however, Isidoro et al. does not solve the problem of providing a multimedia telecommunication ACD system which allows access to the call center via a plurality of access means; rather, it is directed toward establishing communications between multiple specific parties and has no automatic call direction (ACD) capability at all.

However, Palmer et al. is only directed to transferring video and audio data.

Unfortunately, Palmer et al. does not solve the problems of providing a multimedia telecommunication ACD system which allows access to the call center via a plurality of access means and providing a MMACD server to act as connection manager for callers.

Henley et al., however, does not solve the problems of providing a multimedia telecommunication ACD system which allows access to the call center via a plurality of access means and providing a MMACD server to act as connection manager for data network callers.

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